Automation

SMS Review Request: Direct-to-Review-Form Texts at 98% Open Rate

SMS review requests arrive on the device in the customer's hand, at a 98% open rate, within minutes of sending. Deploy this automation and every review request fires via text at the trigger event, with a direct link that takes the customer straight to the review form without them having to search for it.

SMS review requests generate 5x more reviews per send than equivalent email requests sent to the same customer segment at the same time

How it works

  1. 1

    Trigger: a completed appointment, delivery, or checkout

    Fires the moment the appointment, delivery, or checkout completes.

  2. 2

    Direct link sent by text

    Opens the review compose screen directly, not the profile page.

  3. 3

    Single follow-up if no response

    One reminder after a defined interval, then the sequence closes.

    ✓ A customer who clicks through is excluded from any further request.

    → A customer who doesn't respond gets one follow-up text after a defined interval, then nothing further.

  4. 4

    Review request dashboard

    Review volume and exclusion tracking, updated in real time.

The mechanic difference between an SMS review request and an email review request is significant. An email competes with every other message in an inbox the customer might check once a day. An SMS arrives on the lock screen, is seen within minutes, and requires one tap to act on. For time-sensitive review requests, where you want the customer to respond while the experience is still specific and their satisfaction is still high, the channel determines whether the ask converts. Deploy FeedbackRobot's SMS review request automation and the text fires at the trigger event. A completed service appointment, a confirmed delivery, a checked-out guest. The message is short, references the specific interaction, and includes a direct link to your Google, Yelp, or Trustpilot review form. Not your profile page. The compose screen. Removing that single navigation step recovers a significant portion of customers who intended to leave a review but did not complete it. The sequence handles itself after the first send. Customers who click through and leave a review are marked as complete and excluded from future requests for that location. Customers who receive the text but do not respond get a single follow-up after a defined interval. The entire SMS review programme runs in the background, generating review volume from every positive interaction that previously closed without any public record of it.

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Frequently asked questions

Why does SMS convert better than email for this specifically?

An SMS arrives on the lock screen and is typically seen within minutes, an email competes with everything else in an inbox the customer might check once a day.

Does the link go to the business profile or directly to the review form?

The compose screen directly, removing the extra navigation step that causes many intending reviewers to abandon partway through.

What happens if the customer doesn't respond to the first text?

A single follow-up goes out after a defined interval, the sequence doesn't escalate further than that.

Can this run alongside an email review request for the same interaction?

Yes, though most businesses pick one primary channel per interaction type to avoid asking the same customer twice through two channels.

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